My colleague and I will never stay here again, and in true bad experinece fashion have already started warning our friends and colleagues not to stay here.
The poor experience started at check-in. Advertised check-in time is 2pm. We arrived at 2 pm and were simply told our rooms were not ready. Apparently no other rooms were available. So we wandered off to find some lunch, after being told that reception would call one of our mobiles when the rooms were ready. They never called. We came back at 3pm and did then check in.
There is no concierge or door staff, our help with parking and luggage was restricted to the reception pointing to the entrance to the carpark next door.
Our stay went downhill considerably overnight. My colleagues air conditioning stopped working around 4am. Night staff could not fix it, and said that there were no other rooms available for him to move to. The hotel looks nowhere near full capacity, so we suspect either the night reception staff were not inclined to be helpful, or they are not given the authority to fix problems for guests.
I know about my colleague's dilemma because after the staff confirmed what he already knew, that the aircon was broken, they offered no solution for him to continue sleeping. He was faced with either camping in the hotel lobby, or knocking on my door and asking to sleep on the couch in my room.
The hotel offered no compensation the next morning. When he spoke with the duty manager later today, the management did not know anything about the problem from the previous night.
I agree with other reviewers, this property has a real problem with staff knowledge, accountability, attitude and ability.
The only exception to this was the hotel cafe/dining staff who were very pleasant, albeit restrained by other issues. When we returned today late afternoon and went to the cafe, my colleague asked for a small bottle of sparkling mineral water (not a big ask!) - none available. They offered a 1.25 litre bottle but he did not want that much. If I had been serving, I would have offered to open the big bottle and pour/sell the customer a glass of mineral water!!! Didn't happen.
We have concluded that the lack of customer service is not the individual staff members, rather it seems that Medina do not give staff the training or delegation to resolve guest issues. So we are not inclined to ever use this property for future trips to Darwin for business or pleasure. Great location, shame about the hotel.
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- Also Known As:
- Medina Grand Darwin Waterfront Hotel Darwin
- Medina Grand Hotel Darwin